Responsibilities
Attend all incoming calls, WhatsApp and DMs for room and spa enquiries; no missed calls
Quote rates, explain rooms/treatments, upsell packages, longer stays and add-ons
Close the booking on the call — take advance/payment link where applicable
Follow up on every unconverted enquiry within 24 hrs
Maintain booking calendar and avoid double-bookings; coordinate with front desk and spa therapists on availability
Log every call: source, guest details, quoted rate, outcome
Report daily — calls received vs bookings converted
Handle OTA queries (Booking.com, Airbnb, MMT) and guest messages
Manage reschedules, cancellations and guest complaints politely